Guests' refund is calculated based on the booking amount or the host payout?

[Sunny311]

So during Guests' stay, our community pool is not usable for 18 nights. We decide to give guests compensation of 30% of the 18 nights. I contact Support, Support calculates 30% from the reservation amount and deduct from my next payout. 

However I had similar case before and Support calculated based on my payout amount from the booking instead. The difference is the Airbnb Service Charge.

So my question is in such case, Airbnb service charge is not refunded to me, is this correct? 

[Joan2709]

@Sunny311 

I don't believe Airbnb will refund you their Guest Service Fee...they will keep that no matter what Refund you decide to offer the guest. This is because it is their fee to offer services to Host and Guests on the platform for each booking. Since the guest did stay, and you only offered a partial refund for a missing amenity (the pool), they should still receive the entire Guest Service Fee. The 30% refund should be based on the nightly rate (including cleaning fees, pet fees, etc.).

You can contact Airbnb CS, but I fear you will get different answers from different Reps. Maybe another Host can comment here.